UNIT 1

INTRODUCTION TO MANAGEMENT AND ORGANIZATIONS

1.1. STARTING UP
In your opinion, what is management? What are organizations?

1.2. GRAMMAR: Word Classes (Part of Speech)

All words belong to categories called word classes (or parts of speech) according to the part they
play in a sentence. The main word classes in English are listed below:
Noun Verb Adjective
Adverb Pronoun Preposition
Conjunction Determiner Exclamation
Noun
A noun is a word that identifies:
• a person (man, girl, engineer, friend)
• a thing (horse, wall, flower, country)
• an idea, quality, or State (anger, courage, life, luckiness)
 Verb
A verb describes what a person or thing does or what happens. For example, verbs describe:
• an action - jump, stop, explore
• an event - snow, happen
• a situation - be, seem, have
• a change - evolve, shrink, widen
 Adjective
An adjective is a word that describes a noun, giving extra information about it. For example:
an exciting adventure a green apple a tidy room
 Adverb
An adverb is a word that’s used to give information about a verb, adjective, or other adverb.
They can make the meaning of a verb, adjective, or other adverb stronger or weaker, and often
appear between the subject and its verb (She nearly lost everything).
 Pronoun
Pronouns are used in place of a noun that is already known or has already been mentioned. This
is often done in order to avoid repeating the noun. For example:
Laura left early because she was tired.
Anthony brought the avocados with him.
That is the only option left.
Something will have to change.
Personal pronouns are used in place of nouns referring to specific people or things, for example
I, me, mine, you, yours, his, her, hers, we, they, or them. They can be divided into various

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different categories according to their role in a sentence, as follows:
 subjective pronouns
 objective pronouns
 possessive pronouns
 reflexive pronouns
 Preposition
A preposition is a word such as after, in, to, on, and with. Prepositions are usually used in front
of nouns or pronouns and they show the relationship between the noun or pronoun and other
words in a sentence. They describe, for example, the position of something, the time when
something happens, or the way in which something is done.
 Conjunction
A conjunction (also called a connective) is a word such as and, because, but, for, if, or, and
when. Conjunctions are used to connect phrases, clauses, and sentences. The two main kinds are
known as coordinating conjunctions and subordinating conjunctions.
 Determiner
A determiner is a word that introduces a noun, such as a/an, the, every, this, those, or many (as
in a dog, the dog, this dog, those dogs, every dog, many dogs)
The determiner the is sometimes known as the definite article and the determiner a (or an) as the
indefinite article.
 Exclamation
An exclamation (also called an interjection) is a word or phrase that expresses strong emotion,
such as surprise, pleasure, or anger. Exclamations often stand on their own, and in writing they
are usually followed by an exclamation mark rather than a full stop.
How wonderful!
Ow! That hurt!

Exercise: Put the words in the correct form

1. Detroit is renowned for the ………. of cars. (PRODUCE)
2. If you make a good …………. at the interview, you will get the job. (IMPRESS)
3. Teaching and medicine are more than …………, they’re professions. (OCCUPY)
4. My history teacher has a vast ………. of past events. (KNOW)
5. You are never too old to go to college and gain some …. (QUALIFY)
6. My greatest ………. was graduating from the university. (ACHIEVE)
7. The weatherman said there is a strong ………. of rain today. (POSSIBLE)
8. Some old laws are no longer ………. (EFFECT)
9. Athens is ………. for its ancient buildings. (FAME)
10. He was caught shoplifting so now he has a ………. record. (CRIME)

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1.3. WORD STUDY
GLOSSARY
No. Words Meaning No. Words Meaning
1. Administration (n) Sự quản lý, sự 7. Approach (n) Sự đến gần, sự
quản trị lại gần
2. Attain (v) Đến tới, đạt tới 8. Category (n) Hàng, loại
3. Fundamental (adj) Cơ bản, cơ sở, 9. Generic (adj) Chung, có đặc
chủ yếu điểm chung
4. Hypotheses (n) Giả thuyểt 10. Oversee (v) Trông nom, giám
thị, quan sát
5. Principle (n) Nguyên lý, 11. Proficiency (n) Sự tài giỏi, sự
nguyên tắc thành thạo
6. Pyramid (n) Tháp chóp, kim tự 12. Uncertainty (n) Sự không chắc
tháp chắn

Exercise 1: Choose the correct words in the box to fill in the blank
Based Contributions Management Result Been Researched

Followed Science Relationships As Also Strengthened

DEVELOPMENT OF MANAGEMENT
Development of management as a science is of recent origin, even though its practice is ages old.
Fredrick W. Taylor was the first manager-theorist who made significant (1) _______ to the
development of management as a science. He used the scientific methods of analysis,
observation and experimentation in the management of production function. A perceptive
manager, (2) _________ he was, he distilled certain fundamental principles and propounded the
theory and principles of scientific management. His work was (3) _______ by many others
including Gantt, Emerson, Fayol, Barnard, etc. During the last few decades, great strides have (4)
________ made in the development of management as a systematized body of knowledge which
can be learnt, taught and researched. It has also provided powerful tools of analysis, prediction
and control to practicing managers. The scientific character of management has been particularly
(5) _______ by management scientists who have developed mathematical models of decision
making.
Another characteristic of (6) ________ in management is that it uses the scientific methods of
observation, experimentation and laboratory research. Management principles are firmly (7)

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________ on observed phenomena, and systematic classification and analysis of data. These
analyses and study of observed phenomena are used for inferring cause-effect relationships
between two or more variables. Generalizations about these relationships (8) _____________ in
hypotheses. The hypotheses when tested and found to be true are called principles. These
principles when applied to practical situations help the practitioner in describing and analyzing
problems, solving problems and predicting the results.

Exercise 2: Fill in the blanks with the correct word type

MANAGERIAL SKILLS
A skill is an individual’s ability to translate knowledge into action. Hence, it is manifested in an
individual’s (1) ____________ (PERFORM). Skill is not necessarily inborn. It can be developed
through practice and through relating learning to one’s own personal experience and background.
In order to be able to (2) ____________ (SUCCESS) discharge his roles, manager should possess
three major skills. These are conceptual skill, human relations skill and technique skill. Conceptual
skill deals with ideas, technical skill with things and human skill with people. While both
conceptual and technical skills are needed for good decision-making, human skill in necessary for
a good leader.
The conceptual skill refers to the ability of a manager to take a broad and farsighted view of the
organization and its future, his ability to think in abstract, his ability to analyze the forces
working in a situation, his (3) ____________ (CREATE) and innovative ability and his ability to
assess the environment and the changes taking place in it. In short, it is his ability to (4)
____________ (CONCEPT) the environment, the organization, and his own job, so that he can
set appropriate goals for his organization, for himself and for his team. This skill seems to
increase in importance as manager moves up to higher positions of (5) ____________
(RESPONSIBLE) in the organization.
The technical skill is the manager’s understanding of the nature of job that people under him
have to perform. It refers to a person’s knowledge and proficiency in any type of process or
technique. In a production department this would mean an (6) ____________ (UNDERSTAND)
of the technicalities of the process of production. Whereas this type of skill and competence
seems to be more important at the lower levels of management, its relative importance as a part
of the managerial role diminishes as the manager moves to higher positions. In higher (7)
____________ (FUNCTION) positions, such as the position of a marketing manager or
production manager, the conceptual component, related to these functional areas becomes more
important and the technical component become less important.
Human relations skill is the ability to interact (8) ____________ (EFFECT) with people at all
levels. This skill develops in the manager sufficient ability (a) to recognize the feelings and
sentiments of others; (b) to judge the possible actions to, and outcomes of various courses of
action he may undertake; and (c) to examine his own concepts and values which may enable him

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to develop more useful attitudes about himself. This type of skill remains consistently important for
managers at all levels.

Exercise 3: Match the word/ phrase with the correct definition.

Word/ Phrase Definition
1. Total Quality Management a. Standards of conduct, moral judgement.
2. Coalface b. Long-term goal of strategy.
3. Ethics c. A particular value or characteristic used to measure
output or outcome.
4. Fixed Assets d. It is concerned with quality right throughout the
organization, not just at the production stage.
5. Gross Revenue e. The place where the actual physical work gets done as
opposed to managing and administration.
6. Management f. Non-liquid assets that are required for the company’s
day-to-day operations. They include facilities,
equipment, and real property.
7. Merger g. An organization established solely for providing a
service, not for making a profit.
8. Non-profit organization h. Informational roles
i. It is money generated by all of a company’s
operations, before deductions for expenses.
j. An alternative framework for management analysis.
k. The achievement of objectives by identifying and
utilizing material and human resources.
l. A combination of two or more firms into one
operational entity.

1.4. READING COMPREHENSION

PRINCIPLES OF MANAGEMENT
The 21st century has brought with it a new workplace, one in which everyone must adapt to a
rapidly changing society with constantly shifting demands and opportunities. The economy has
become global and is driven by innovations and technology and organizations have to transform
themselves to serve new customer expectations. Today’s economy presents challenging
opportunities as well as dramatic uncertainty. The new economy has become knowledge based
and is performance driven. The themes in the present context area are ‘respect’, participation,

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empowerment, teamwork and self-management. In the light of the above challenges a new kind
of leader is needed to guide business through turbulence. Managers in organizations do this task.
A manager is someone who coordinates and oversees the work of other people so that
organizational goals can be accomplished. It is not about personal achievement but helping
others do their job. Managers may also have additional work duties not related to coordinating
the work of others.
Managers can be classified by their level in the organization, particularly in traditionally
structured organizations – those shaped like a pyramid:
1) First-line managers (often called supervisors) are located on the lowest level of management.
2) Middle managers include all levels of management between the first-line level and the top
level of the organization.
3) Top managers include managers at or near the top of the organization who are responsible for
making organization-wide decisions and establishing plans and goals that affect the entire
organization.
The changing nature of organizations and work often requires employees in formerly non-
managerial jobs to perform managerial activities. Non managerial jobs are those where one
works directly on a job and had no one reporting to him.
Mary Parker Follet defines management as, “The art of getting things done through people”.
Management involves coordinating and overseeing the work activities of others so that their
activities are completed efficiently and effectively.
1) Coordinating and overseeing the work of others is what distinguishes a managerial position
from a non-managerial one.
2) Efficiency is getting the most output from the least amount of inputs in order to minimize
resource costs. Efficiency is often referred to as “doing things right”. Effectiveness is completing
activities so that organizational goals are attained and is often described as “doing the right
things”.
No two managers’ jobs are exactly alike. All managers perform certain function, enact certain
roles and display a set of skills in their jobs.
Management Functions
According to the functions approach managers perform certain activities to efficiently and
effectively coordinate the work of others. They can be classified as:
1) Planning involves defining goals, establishing strategies for achieving those goals, and
developing plans to integrate and coordinate activities.
2) Organizing involves arranging and structuring work to accomplish the organization’s goals.
3) Leading involves working with and through people to accomplish organizational goals.
4) Controlling involves monitoring, comparing, and correcting work performance. Since these
four management functions are integrated into the activities of managers throughout the

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workday, they should be viewed as an ongoing process and they need not the done in the above
sequence.
Management Roles
In the late 1960s, Henry Mintzberg conducted a precise study of managers at work. He
concluded that managers perform 10 different roles, which are highly interrelated. Management
roles refer to specific categories of managerial behavior. Overall, there are ten specific roles
performed by managers which are included in the following three categories.
1) Interpersonal roles include figurehead, leadership, and liaison activities.
2) Informational roles include monitoring, disseminating, and spokesperson activities.
3) Decisional roles include entrepreneur, disturbance handler, resource allocator, and negotiator.
Although the functions approach represents the most useful way to describe the manager’s job,
Mintzberg’s roles give additional insight into managers’ work. Some of the ten roles do not fall
clearly into one of the four functions, since all managers do some work that is not purely
managerial.
Management Skills
Managers need certain skills to perform the challenging duties and activities associated with
being a manager. Robert L. Katz found through his research in the early 1970s that managers
need three essential skills.
1) Technical skills are job-specific knowledge and techniques needed to proficiently perform
specific tasks.
2) Human skills are the ability to work well with other people individually and in a group.
3) Conceptual skills are the ability to think and to conceptualize about abstract and complex
situations.
These skills reflect a broad cross-section of the important managerial activities that are elements
of the four management functions.
(Adapted from Principles of Management
and Organizational Behavior)
Comprehension questions
1. How many levels of managers that can be classified in the organization, particularly in
traditionally structured organizations? What are they?
2. According to Mary Parker Follet, how can management be defined?
3. What are non-managerial jobs?
4. As concluded by Henry Mintzberg, how many roles do managers often perform? Are these
roles highly interrelated?
5. What do “Decisional roles” include?
6. What are three essential skills should managers need?

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1.5. LISTENING: Management and Organization
Listen to two MBA (Master of Business Administration) students at the Judge Business
School at Cambridge University talking about management.
Who says the things about the managers in the table below – Carlo (the first speaker) or
Olga (the second)?
Carlo Olga
A good manager should:
1. follow the company’s goals
2. help subordinates to accomplish their own goals and objectives
3. help young colleagues to develop
4. know how to lead people
5. know how to motivate people
6. make a maximum profit for the owners (the shareholders)
7. meet the targets they have been set
8. successfully execute plans and strategies

1.6. TRANSLATION
MANAGEMENT VS. ADMINISTRATION
The use of two terms management and administration has been a controversial issue in the
management literature. Some writers do not see any difference between the two terms, while others
maintain that administration and management are two different functions.
Those who held management and administration distinct include Oliver Sheldon, Florence,
Tead, Spriegel and Lansbrug. According to them, management is a lower-level function and is
concerned primarily with the execution of policies laid down by administration. But some
English authors like Brech are of the opinion that management is a wider term including
administration. This controversy is discussed as under in three heads:
(i) Administration is concerned with the determination of policies and management with the
implementation of policies. Thus, administration is a higher-level function.
(ii) Management is a generic term and includes administration.
(iii) There is no distinction between the terms management and administration and they are used
interchangeably.

1.7. DISCUSSION
In groups, discuss the differences between administration and management.

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1.8. WRITING
BUSINESS EMAIL AND LETTER

1.8.1. Email
1.8.1.1. Introduction
Email is electronic mail that can be used to send an email to someone, or email them. They will
reply to your email or email you back.

Reply to all Send an answer to the person who sent an email, and everyone who received
a copy of it
Reply Send an answer to the person who sent an email
Delete Get rid of an email you don’t want
Cc Send a copy to
Bcc Send a blind copy to… (the other people don’t know you’re sending this
copy)
Forward Send an email you have received to someone else
Attach Send a document, for example a picture, with an email

1.8.1.2. Email expressions

a. Starting an email
your email.
your message.
Thank you (very much)
for your invitation to…
Many thanks
inviting me to…
offering to…

confirm the details of my trips.

I’m writing
to let you know about our plans.
This (email) is
let you have my latest ideas about the project.

b. Sending an attachment
Here is a file.
Please find attached a document.

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 a report.
I’m attaching
a drawing, a photo or a map that I scanned.

c. Requests
call/ phone me next week?
copy Ben in on all our emails?
(Please) could you
forward this email to your colleagues?
Would it be possible to
let me know if you need anything else?
send me the document as soon as possible?

call/ phone me next week.

Please (don’t) delete the emails that I send you.
talk about our plans with your colleagues.

d. Good and bad news

to meet you
(very) nice
meeting you in Seoul yesterday.
It was great
to see you in Manila last week.
a pleasure
seeing you

we agree to your plan.

pleased let you know
I’m to that we would like to go ahead with – start – the
delighted confirm
project.

cannot agree to your proposals because… are unable to continue

Unfortunately, we
our discussions.
I’m sorry to say that we
have decided not to put money into this business idea.

e. Ending emails
get in touch if you need more information.
Please don’t hesitate to
please phone me if you would like to discuss things.

Looking forward to hearing from you.

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 getting the information.
finalizing – finishing – the details.
doing business with you.

More formal Less formal

Best regards Regards Best wishes All the best Best
Yours sincerely Yours

1.8.2. Letter
1.8.2.1. Beginning letters
 When you don’t know someone’s name
Dear Sir/ Madam
Dear Sir or Madam
 When you know someone’s name
Formal Informal
Dear Mr Quiroga Dear Antonio
Dear Ms Rias
Dear Linda
Dear Mrs Rias

 Common titles
o Mr: for men
o Mrs: for married women
o Miss: for unmarried women
o Ms: for women if you don’t know, or prefer not to specify, marital status

1.8.2.2. Letter layout

FAR EASTERN ALWAYS
COMPANY LIMITED
Regent House, 5th Floor
12/16 Haymarket London W1V 58X
Administration: 020 7285 9981
Reservations: 020 7564 0930
Fax: 020 7285 9984

15 February 2011

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Mr Roberto Garcia
Universal Imports
28 Whitechapel Court
London
E10 7NB

Dear Mr Garcia

Re: Roxanna Garbey

Roxanna Garbey has been accepted for a position as Passenger Service Agent with Far Eastern
Airways at Gatwick Airport.

In order for Roxanna to work at Gatwick, she must have a special pass which would perrmit her
to visit high-security areas. She has given your name as a reference.

I would appreciate it if you could complete the enclosed form and return it to us as quickly as
possible. She is due to start work with us on 15 March, but can only do so after your reference.

Thank you for your cooperation. I enclose a stamped addressed envelope.

Your sincerely
(signature)
J.P. Dent
Personnel Manager

1.8.2.3. Ending letters

More formal Less formal
Yours sincerely Yours
 Yours sincerely: If you know the person’s name
Your faithfully: if you do not know the person’s name
 Sign the letter, then print your name and position under your signature

Exercise 1: Complete the message.

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Subject: Arrangements for my trip
Dear Ms. Melesi,
(1)___________________ agreeing to see me next week. (2) ______________ (2 expressions)
confirm details of my trip: I’m flying from London on Thursday afternoon, 26 July, and staying
at the Intercontinental in the center of Gaborone. (3) ___________________ send me a map
showing where your company is?
(4) ___________________ attaching some information about my company, Adventure Travel.
Please (5) ___________________ if you need any more information about the company before
the meeting.
And (6) ___________________ copy my colleague Zoe (7) __________________ all your
emails? Many thanks.
Your sincerely
Kate Thomas

Exercise 2: Match the situations (1-6) with the sentences (a-f)/ (Nối các tình huống 1-6 đến
mỗi câu tương ứng a-f)
With an email you want to send:
1. a drawing to help understand something a. I’ve scanned the correspondence and am
attaching it.
2. information about your company’s b. Please find attached a report.
products
3. a drawing to show your company’s c. I’m attaching a scan of something I drew
location quickly to show what I mean.
4. a document with detailed figures on costs d. I’m attaching a product catalogue.
5. a document with information about a e. Please find attached a map.
particular subject
6. copies of some letters received through the f. Here’s a spreadsheet.
post

Exercise 3: Complete the email with these expressions.

Best Cannot Pleasure Say Sorry Unable Unfortunately

Dear Mr. Takeshita

It was a (1) ___________ to meet you in Seoul last month to discuss the idea of working together
with your company. We really liked your products. We have looked at the figures in more detail
and we have decided that (2) ______________ it would be difficult to sell your company’s

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products here in South Korea. I am (3) __________________ to (4) ___________________ that
we (5) ______________ agree to your proposals and we are (6) ___________________ to
continue our discussions.
However, I hope we may be able to do business together in the future.
(7) ___________________ regards
Rae Woo

Exercise 4: Complete this email.

Dear Rebecca
It was very (1) ___________________ (2) ___________________ (2 expressions) you in
Botswana last week. Thanks also for a great game of golf.
I have discussed your proposals with my colleagues, and (3) __________________ (2
expressions) to say that we have decided to (4) ___________________ and look at them in more
detail.
We would like to discuss your ideas for holidays in Botswana for UK customers starting next
year.
I’m attaching a spreadsheet with some figures – possible prices, numbers of customers, etc.
Also attached is some information about Adventure Travel. Please (5) _______________ to ask
if you need any more information about the company.
Looking forward to (6) ___________________ from you and to (7) ___________________
business with you.
Yours sincerely
Kate Thomas
Sales director, Aventure Travel

Exercise 5: Are these sentences true or false? Give reasons for your answer. Look at the
example before you begin.
Adventure Travel Ltd
1190 Kensington High Street, London W8 7XZ
Tel. +44 (0)20 7355 9300, Fax +44 (0)20 7355 9350
Web: www.advernturetravel.co.uk Email: info@adventuretravel.co.uk
Ms Rebecca Melesi
Botswana Initiatives Pty
973 Main Mall
Gaborone
Botswana

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17 September 2010

Dear Rebecca

Our agreement

It was very nice seeing you in London. Thank you for flying over so that we could discuss the
details of our agreement on travel by our clients to Botswana. I think we covered all the points
that we needed to talk about in order to reach a deal. I have asked our lawyers to draw up a
contract for an agreement between our two companies. (Sorry that there was no time for a game
of golf!)
Please find enclosed two copies of the contract. Please could you sign one copy and send it
back to me by courier? Many thanks.
As agreed, the first clients will be travelling to Botswana the year after next, so we must now
work on the details of the tours that they will go on.
If this agreement is successful, we look forward to doing more business with you.
Your sincerely,
(signature)
Kate Thomas
Sales director, Adventure Travel

1. Kate does not know the name of the person that she is writing to.
False – She writes ‘Dear Rebecca’
2. Kate and Rebecca still have to work on the details of the tours.
3. Kate asked lawyers to write the contract.
4. Kate asks Rebecca to send the contract back by post.
5. Kate hopes to work with Rebecca on other projects.
6. Kate met Rebecca in Botswana just before she wrote this letter.
7. Kate tells Rebecca for the first time that the customers will start going to Botswana the year
after next.
8. Kate uses abbreviations and contractions in her letter.
9. Kate uses an ending that you can also use in formal emails.

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